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Twitter Chat: Does Twitter Still Matter in 2017? - Transcript & Summary

Twitter Chat: Does Twitter Still Matter in 2017? - Transcript & Summary featured image

Thanks to all who participated in the ManageFlitter #SocialROI Twitter Chat on Tuesday, 24th January 2017.

Madalyn Sklar hosted a Twitter Chat with Jon Westenberg around the topic of “Does Twitter Still Matter in 2017?“.

Details of our next Twitter Chat:

Topic: Using Twitter to Drive Success
Guest: Brian Honigman – Content Marketing & Social Media Consultant
Date & Time: Tuesday, 31st January 2017, 4.00pm EST

Click here for more information about our Twitter Chats.

Below is a curated version of the Twitter Chat with Jon Westenberg.

Questions

  1. Should all businesses have a Twitter account in 2017?
  2. If a company has limited resources should they focus their efforts on Twitter, Facebook or other? Why?
  3. How should a company include Twitter in their customer service mix?
  4. How can Twitter be used to build your brand?
  5. Community building – Is it easier on Twitter vs. other social media platforms?
  6. What are some examples of businesses that use Twitter well?
  7. What are some best practices for managing negative feedback on Twitter?
  8. Wishlist – What new features and/or improvements would you like to see on Twitter?

Q1: Should all businesses have a Twitter account in 2017? #SocialROI pic.twitter.com/O7uVQwKXbJ
— ManageFlitter (@ManageFlitter) January 24, 2017

Guest Answers

@ManageFlitter A1 I think there's something problematic about the idea all businesses should do X. I've seen that in action. #socialroi
— Jon Westenberg ⚛️ (@Jonwestenberg) January 24, 2017

@ManageFlitter A2 Businesses need to ask where their audience is. What their audience are doing. Are they on Twitter? Using? #socialroi
— Jon Westenberg ⚛️ (@Jonwestenberg) January 24, 2017

@ManageFlitter A3 There's no point communicating where your audience don't exist. You'll be screaming into the void. #socialroi
— Jon Westenberg ⚛️ (@Jonwestenberg) January 24, 2017

Other Answers

@ManageFlitter A1: No. But I think they should consider it. Probably worth them having some social presence though. #socialroi
— Tim @ Stoneham Press (@StonehamPress) January 24, 2017

@ManageFlitter A1: depends a lot on the type business, their goals, and how much resources they are willing to allocate to SM #socialroi
— Dave Zoradi (@davezoradi) January 24, 2017

@ManageFlitter A1: If our new president can have two then yes I think all businesses need to be on here. This is a necessity. #SocialROI
— Justin Bienvenue (@JustinBienvenue) January 24, 2017

A1 I would love to say all should but with great power comes great responsibility. I say yes if they plan to use it accordingly #SocialROI pic.twitter.com/9jWkfB1u9a
— Tony Stephan (@OmnipoTony) January 24, 2017

A1) Yes, I am surprised to find that some do not! @ManageFlitter #SocialROI
— April Stephens (@thisladyblogs) January 24, 2017

a1 If they do not, their competition will. So YES! All Biz should be aware of Twitter. #SocialROI https://t.co/KJhW9F9nOw
— Debi Norton (@BRAVOMedia1) January 24, 2017

A1: Yes, at the very least an account with a bio, proper photos, and one tweet a day or even week. Helps new customers find you. #SocialRoi
— Kevin Garber (@Ke_Ga) January 24, 2017

A1 (a) Having a biz Twitter account & strategically using one are two different considerations. #socialROI
— Mike Barzacchini (@MikeBarzacchini) January 24, 2017

A1 (b) If your biz is going to be on Twitter, have goals, a plan and dedicate resources. Don't just add to the #tweetnoise #socialroi
— Mike Barzacchini (@MikeBarzacchini) January 24, 2017

A1. Yes. It's a great way to create more of a 'personality' and engagement with customers. #SocialROI https://t.co/RjXwy0dNF8
— Tiffany Williams (@trwinc) January 24, 2017

A1.
For both corporate & personal brands
Depends on your
-audience (on Twitter?)
-message
-purpose
-personality, tone, voice#SocialRoi https://t.co/znsYHWoNOd
— Gabriela Cardoza (@CardozaGab) January 24, 2017

A1: No, because not all businesses will put the time/effort in necessary #SocialROI
— Mr Kampmann (@mrkampmann) January 24, 2017

A1 – Businesses that are prepared to put a little TLC into their account + build relationships should be on Twitter. #SocialROI
— Kate Frappell (@katefrappell) January 24, 2017

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Q2: If a company has limited resources should they focus their efforts on Twitter, Facebook or other? Why? #SocialROI pic.twitter.com/2W2iVqRXJm
— ManageFlitter (@ManageFlitter) January 24, 2017

Guest Answers

@ManageFlitter A2 it depends on their priorities. If customer service and community management is top, then Twitter definitely. #socialroi
— Jon Westenberg ⚛️ (@Jonwestenberg) January 24, 2017

@ManageFlitter A2b again, it's about examining what you want out of social and acting to meet that need! #socialroi
— Jon Westenberg ⚛️ (@Jonwestenberg) January 24, 2017

Other Answers

A2
RESEARCH!
Where's your audience?
What best suits brand? (personality, goal, content)
Where are your competitors/industry?#socialroi https://t.co/bhLnE4S3G9
— Gabriela Cardoza (@CardozaGab) January 24, 2017

A2 You have to focus on the 80/20 rule and that changes depending on your audience. A little research goes a long way! #SocialROI https://t.co/jbdrrFAQ73
— Nicholas Thickett (@NThickett) January 24, 2017

A2 hmm. I would say Facebook because there's more people there but then again find where your audience is first #SocialROI pic.twitter.com/NnkGktf2zt
— Tony Stephan (@OmnipoTony) January 24, 2017

A2 – Some sort of effort on Twitter and Facebook is a must, some B2B companies seem to get good ROI from LinkedIn too #SocialRoi
— Kevin Garber (@Ke_Ga) January 24, 2017

@ManageFlitter A2 Totally depends on audience & goals. Where does your customer engage? #socialroi
— Mike Barzacchini (@MikeBarzacchini) January 24, 2017

A2.
Remember you can use Twitter
Actively (post, engage)
OR
Passively (research, listen).
Resources well invested#socialroi pic.twitter.com/ywJYk81cTH
— Gabriela Cardoza (@CardozaGab) January 24, 2017

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Q3: How should a company include Twitter in their customer service mix? #SocialROI pic.twitter.com/94QSMzTEw4
— ManageFlitter (@ManageFlitter) January 24, 2017

Guest Answers

@ManageFlitter A3 for me it's about surprising people. Instantly responding to positives and negatives in real time. Raw. #socialroi
— Jon Westenberg ⚛️ (@Jonwestenberg) January 24, 2017

Other Answers

@ManageFlitter A3: Have someone respond to people sending them tweets is most important. Triaging into support. #socialroi
— Tim @ Stoneham Press (@StonehamPress) January 24, 2017

A3: #SocialROI @manhattanpeachy says: They should respond to their tweets that are politely directed, and follow their customers back.
— Peachy Deegan (@Manhattanpeachy) January 24, 2017

A3 use a social media listening tool or even Tweetdeck that helps you see and respond to tweets. #SocialROI pic.twitter.com/e8oHlrMJjU
— Tony Stephan (@OmnipoTony) January 24, 2017

@ManageFlitter A3 Monitor it properly, respond quickly and add a name at the end of each response, to show a human is listening. #socialroi
— Rob Ashton (@Robert_Ashton) January 24, 2017

@ManageFlitter A3: Make ads that will resonate and reach their audience, take part in chats, use analytics, be engaging. #SocialROI
— Justin Bienvenue (@JustinBienvenue) January 24, 2017

@ManageFlitter …accessibility is key. When I'm personally upset about a defective product/service, first place I go is Twitter. #socialroi
— Dave Zoradi (@davezoradi) January 24, 2017

A3.
Twitter can be a good tool
for BOTH…
Responding AND listening!
You can react to a complaint or PREVENT one!!!
#socialroi pic.twitter.com/nceCAVosax
— Gabriela Cardoza (@CardozaGab) January 24, 2017

A3: Depends what your mix is. Example If u do video production make silent video content that helps your target audience #SocialROI
— Seekalook (@SeekaWebVideo) January 24, 2017

A3 A wonderful tool for #custserv. Apply social listening, have EES screen TW for info, sentiment, also direct 1:1 conversations #SocialROI https://t.co/SLXDF198j0
— Zala Bricelj (@ZalkaB) January 24, 2017

A3 A brand that has a clear, consistent msg, and creates #content that addresses customer pain can build a strong #CX program. #socialroi
— Sue Duris (@SueDuris) January 24, 2017

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Q4: How can Twitter be used to build your brand? #SocialROI pic.twitter.com/KNAqb9ZfFN
— ManageFlitter (@ManageFlitter) January 24, 2017

Guest Answers

@ManageFlitter A4 I use Twitter to cement the relationship my writing builds with my audience. By showing the real me. #socialroi
— Jon Westenberg ⚛️ (@Jonwestenberg) January 24, 2017

@ManageFlitter A4b I also think Twitter offers brand building by letting people listen in long term and informally. #socialroi
— Jon Westenberg ⚛️ (@Jonwestenberg) January 24, 2017

Other Answers

A4: Participate, engage, and share value with others. Build your brand's name as one of trust #socialroi
— Mr Kampmann (@mrkampmann) January 24, 2017

@ManageFlitter A4: By engaging in high-profile conversations on Twitter you can become considered an expert on a topic #socialroi
— Tim @ Stoneham Press (@StonehamPress) January 24, 2017

#socialroi A4: this will be a long list ‼️ It can give your brand more of a 'human face' my motto: don't tweet like a Marketer. Be human https://t.co/dWshqFEOIg
— Nicole Osborne (@Lollipop_Social) January 24, 2017

A4 being anywhere from informative, helpful or even entertaining. I bet it's the main reason people come to twitter #SocialROI pic.twitter.com/iGfh3kCiXW
— Tony Stephan (@OmnipoTony) January 24, 2017

A4: Twitter opens up communication allowing connection between brands and people who share the same values, promotes affinity. #socialroi
— Randy Thio (@ideabloke) January 24, 2017

A4: Use Twitter to communicate & feature what's best & real about your brand. #socialroi https://t.co/IrTbwnyXFR
— Mike Barzacchini (@MikeBarzacchini) January 24, 2017

A4 (b) see Twitter as an opportunity to have ongoing conversations w/your customer. A dialogue. Not a broadcast. #socialroi
— Mike Barzacchini (@MikeBarzacchini) January 24, 2017

@ManageFlitter A4: Engagement, engagement, engagement and more engagement = building brand one brick at a time. #socialroi
— Dave Zoradi (@davezoradi) January 24, 2017

A4.
Twitter helps build/communicate:
-Image
-Tone/Personality
-Message
-Purpose/Values
-Rep
-Thought leadership
-Trust
-Tribe
#socialroi pic.twitter.com/d2f6EVuYUe
— Gabriela Cardoza (@CardozaGab) January 24, 2017

A4. Produce quality content matters to your audience.
engage w/ your audience.
Invite them to cocreate content. #SocialROI https://t.co/mEtZ0EkpTP
— Ai Zhang (@aiaddysonzhang) January 24, 2017

A4 You can use hashtags to connect with or start a community within twitter #SocialROI https://t.co/AzcKNnPrhg
— Nicholas Thickett (@NThickett) January 24, 2017

A4: Engagement. Period! #SocialROI ^Madalyn
— ManageFlitter (@ManageFlitter) January 24, 2017

A4 Fresh approaches to content, fresh approaches to support, fresh approaches to dialogue with customers, all perfect for Twitter #SocialRoi
— Kevin Garber (@Ke_Ga) January 24, 2017

A4 being on twitter brings a lot of value, it's a different way for your fans to interact besides your site, paper etc. #SocialROI pic.twitter.com/CgqQN4l58n
— Tony Stephan (@OmnipoTony) January 24, 2017

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Q5: Community building – Is it easier on Twitter vs. other social media platforms? #SocialROI pic.twitter.com/pxZCRQWX8t
— ManageFlitter (@ManageFlitter) January 24, 2017

Guest Answers

@ManageFlitter A5 Yes because it's more conversational, easier to find people and topics, easier to express views casually. #socialroi
— Jon Westenberg ⚛️ (@Jonwestenberg) January 24, 2017

@ManageFlitter A5b I don't use Facebook because I hate it. I use Snapchat for my hardcore fans. But Twitter is my only community. #socialroi
— Jon Westenberg ⚛️ (@Jonwestenberg) January 24, 2017

Other Answers

@ManageFlitter A5: Depends how you use the platforms. Twitter chats are pretty good for communities as are Facebook groups. #socialroi
— Tim @ Stoneham Press (@StonehamPress) January 24, 2017

A5: definitely easier on Twitter, great for conversations and engaging #socialroi https://t.co/g69xiKER23
— Josephine Borrillo (@70mq) January 24, 2017

A5: The openness of Twitter can allow the community you build on Twitter to grow in unexpected ways. #SocialRoi
— Kevin Garber (@Ke_Ga) January 24, 2017

A5: Yes, Twitter is so simple yet powerful to connect people together. Look at this chat for instance. Great community! #SocialROI ^Madalyn
— ManageFlitter (@ManageFlitter) January 24, 2017

A5 I personally think it's to expand your community with the power of search. Facebook groups are great but harder to expand #SocialROI https://t.co/V9k5t1VgG7
— Nicholas Thickett (@NThickett) January 24, 2017

A5 (a) Short answer: Twitter can be a powerful community builder. Again, much depends on audience, goal, plan. #socialroi
— Mike Barzacchini (@MikeBarzacchini) January 24, 2017

Hi All, jumping in on #SocialROI
A5: Twitter is the friendliest and easiest way to connect with others. It's the watercooler of social. https://t.co/LKLlky9Z9F
— Mike Bambrick (@mrbambrick) January 24, 2017

A5.
It depends on what platform lets YOU best tell your story, convey your purpose & enagage w/ your tribe!
Diff. for all!
#socialroi
— Gabriela Cardoza (@CardozaGab) January 24, 2017

A5: Twitter is a great way to get a community started, but there needs to be a compelling reason for folks to take it past 140. #socialroi
— Randy Thio (@ideabloke) January 24, 2017

A5: Twitter chats and consistent engagement make @Twitter a great place to build a community #SocialROI pic.twitter.com/BGeIafds5P
— DJ Ramirez (@djramirezxo) January 24, 2017

A5: I'm relatively new to Twitter but feel it's akin to texting, easy. Instagram is my fave; visuals, vids, humans being.#SocialROI https://t.co/muDoqnCPmb
— Chris Santiago (@Chris_Santiago_) January 24, 2017

A5 Love how folks start to build their communities on Twitter and expand to other places like @SlackHQ and @facebook #omnichannel #socialroi
— Sue Duris (@SueDuris) January 24, 2017

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Q6: What are some examples of businesses that use Twitter well? #SocialROI pic.twitter.com/pmQmVQwzeA
— ManageFlitter (@ManageFlitter) January 24, 2017

Guest Answers

@ManageFlitter A6 When I had a Twitter fight with my phone company Optus, their rival Telstra jumped in immediately with an offer #socialroi
— Jon Westenberg ⚛️ (@Jonwestenberg) January 24, 2017

@ManageFlitter A6b that's an example of a business listening and talking outside of the box. #socialroi
— Jon Westenberg ⚛️ (@Jonwestenberg) January 24, 2017

Other Answers

A6 where to begin in my experience it's been @Starbucks @AppleSupport @Wendys @Delta @AskTarget #SocialROI
— Tony Stephan (@OmnipoTony) January 24, 2017

A6: Easier to think of companies not using it well. That woman who does #twittersmarter does it well though 🙂 #socialroi
— Tim @ Stoneham Press (@StonehamPress) January 24, 2017

A6 @Wendys has done a great job of engaging with people on twitter to attract new customers and get attention #SocialROI https://t.co/USnCTzmk19
— Nicholas Thickett (@NThickett) January 24, 2017

A6.
I love how @Buffer uses their social!
Great content!
Great brand personality!
Great engagement#BufferIsBae
#socialroi pic.twitter.com/Rf2Q6zjDEI
— Gabriela Cardoza (@CardozaGab) January 24, 2017

A6 | #SocialROI @DippinDots CEO just had a great social play with @seanspicer. @UPSHelp does a fantastic job utilizing twitter for support. https://t.co/9B1d68VfTA
— Mike Bambrick (@mrbambrick) January 24, 2017

A6 I find it strange that not one company immediately comes to mind – opportunity? #SocialRoi
— Kevin Garber (@Ke_Ga) January 24, 2017

A6: My top Twitter brands include @AmericanAir, @Applebees, @ChipotleTweets, @AlaskaAir.. They love a good shoutout! #socialroi
— Randy Thio (@ideabloke) January 24, 2017

A6 – @Etsy @Photoshop @GoPro @Skittles @InVisionApp are some of my faves to follow on Twitter! #SocialROI
— Kate Frappell (@katefrappell) January 24, 2017

A6.
Personal brand:
Check out @ChrisKubby!
Amazing brand:
-Content
-Personality/tone
-Authentic
-Consistent
-Conversational
#socialroi
— Gabriela Cardoza (@CardozaGab) January 24, 2017

A6 Had great Twitter experiences with @AskPlayStation during the holidays. Fast response. Detailed help. #socialroi
— Mike Barzacchini (@MikeBarzacchini) January 24, 2017

A6: @HawaiianAir, @SacramentoKings 2 of my fav businesses using @Twitter well! #SocialROI
— DJ Ramirez (@djramirezxo) January 24, 2017

A6 my always answer for this is @buffer and @trello. Two of my favorite companies. #socialROI
— Jay Miller (@kjaymiller) January 24, 2017

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Q7: What are some best practices for managing negative feedback on Twitter? #SocialROI pic.twitter.com/276d4DTIt2
— ManageFlitter (@ManageFlitter) January 24, 2017

Guest Answers

@ManageFlitter A7 Respond respectfully, try to show you understand the gravity of the complaint and always listen #socialroi
— Jon Westenberg ⚛️ (@Jonwestenberg) January 24, 2017

@ManageFlitter A7b remember even if you win a shit fight you still end up covered in shit #socialroi
— Jon Westenberg ⚛️ (@Jonwestenberg) January 24, 2017

@ManageFlitter A7c but don't waste time on trolls. Block and mute when it's necessary. #socialroi
— Jon Westenberg ⚛️ (@Jonwestenberg) January 24, 2017

Other Answers

A7: Positive responses pursuing a solution that benefits the other if possible. #SocialROI
— Alex Harris ❤ (@iamspeedyalex) January 24, 2017

A7: respond in timely manner and if necessary take offline #socialroi https://t.co/6nGoY6tfe8
— Josephine Borrillo (@70mq) January 24, 2017

@ManageFlitter A7: Don't be hasty to respond. Take your time & give one good response. #socialroi pic.twitter.com/KMT6uczjVf
— Dave Zoradi (@davezoradi) January 24, 2017

A7 Acknowledge their comment, build an understanding of their point of view and respond accordingly #SocialROI https://t.co/J63px3LIEd
— Nicholas Thickett (@NThickett) January 24, 2017

A7 Resist temptation to get drawn into argument – esp. as your -ve responses will fill up your homepage. Apologise. Help. #socialroi
— Rob Ashton (@Robert_Ashton) January 24, 2017

A7 | #SocialROI
Be transparent and address the concerns in a positive way or with a clever twist like @brhoten's team did for @Wendys https://t.co/qqJ6NU2omd
— Mike Bambrick (@mrbambrick) January 24, 2017

A7
Gage it
Sometimes, it's worth it to acknowledge – comment & address problem
Sometimes ignore. Don't add fuel to the fire.
#socialroi pic.twitter.com/vRWmE79KTW
— Gabriela Cardoza (@CardozaGab) January 24, 2017

A7 keep it respectful, keept it factual,and imagine your boss reading your tweet back to you #socialroi https://t.co/19AMrTZOMa
— Tiffany Williams (@trwinc) January 24, 2017

A7 – Take time to create your response, if situation is escalating, involve someone else to cast an eye over responses #SocialRoi
— Kevin Garber (@Ke_Ga) January 24, 2017

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Q8 (last question): Wishlist – What new features and/or improvements would you like to see on Twitter? #SocialROI pic.twitter.com/ug9ldtdEWi
— ManageFlitter (@ManageFlitter) January 24, 2017

Guest Answers

@ManageFlitter A8 better support for people who are abused, threatened and doxxed. Better moderation of hate speech. #socialroi
— Jon Westenberg ⚛️ (@Jonwestenberg) January 24, 2017

@ManageFlitter A8b on a more fun note – would love better lists and curating 🙂 #socialroi
— Jon Westenberg ⚛️ (@Jonwestenberg) January 24, 2017

Other Answers

A8 | #SocialROI
The ability to categorize and save tweets. https://t.co/Kl6cdWmjE5
— Mike Bambrick (@mrbambrick) January 24, 2017

A8). Having links and photos not count against the 140 characters would be a nice Twitter upgrade. #SocialROI
— pubclub (@pubclub) January 24, 2017

A8 – Wishlist for Twitter: Fix early compression issues on uploaded images and allow users to edit their spelling mistakes! #SocialROI
— Kate Frappell (@katefrappell) January 24, 2017

@MadalynSklar A8: The ability to block DMs which contain particular words or from particular people. #socialroi
— Tim @ Stoneham Press (@StonehamPress) January 24, 2017

A8: Want Twitter to clean out the host of crappy users and spambots #socialroi
— Tim @ Stoneham Press (@StonehamPress) January 24, 2017

A8 Twitter needs to add an edit tweet button! #SocialROI
— Nicholas Thickett (@NThickett) January 24, 2017

A8 considering how often I make mistakes I would say an edit button but I should proof read. Also dealing with bullying is a must #SocialROI pic.twitter.com/feDmFKeQ98
— Tony Stephan (@OmnipoTony) January 24, 2017

A8 More interactivity & engagement w/ lists. Build community, launch live events. Lists have been 2 passive for 2 long #socialroi
— Mike Barzacchini (@MikeBarzacchini) January 24, 2017

a8 Everyone wants the EDIT button. #SocialROI https://t.co/8b6zyhM7DF
— Debi Norton (@BRAVOMedia1) January 24, 2017

A8: Ability to create events & invite people to them. More Twitter list functionalities. #SocialRoi cc @jack
— Kevin Garber (@Ke_Ga) January 24, 2017

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We hope the above has provided some useful information.
Join our next #SocialROI Chat next week on
Tuesday, 31st January 2017, 4.00pm EST.

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